Description:

User needs for a given product type can be quite heterogeneous. Segmenting
the market and providing solutions for average user needs in each segment is
a partial answer that will typically leave many dissatisfied ? some seriously
so. We hypothesize that providing users with ?toolkits for user innovation? to
enable them to more easily design customized products for themselves will
increase user satisfaction under these conditions.
We test this hypothesis via an empirical study of Apache security software ?
?open source? software that is designed to be modifiable by skilled users. We
find that heterogeneity of need is high, and that many Apache users are
dissatisfied with standard security functionality on offer. We also find that
users creating their own software modifications are significantly more
satisfied than are non-innovating users. We conclude by suggesting that the
?toolkits for user innovation? approach to enhancing user satisfaction might
be generally applicable to markets characterized by heterogeneous user needs.